Translations:Update request/13/en
Conversation
The conversation starts with your first response: usually asking for information. If the reporter does not respond, a friendly reminder should be sent. Possibly a second reminder. After this, the UR can be closed with Mark as unidentified. If the reporter responds to your response, the problem may be solved. An explanation may be sufficient, sometimes the map needs to be corrected. If the problem is solved, the UR can be closed with Mark as solved.
The email that goes to the reporter already contains the following by default: You can reply via the Waze app or [link] in the Waze Map Editor. It is not possible to reply to this email, this is a no-reply address. If you have any other questions about Waze or would like to discuss this issue further, please join our Slack channel.
First response:
- Thank the user for reporting the issue.
- Provide the street name/neighborhood so the reporter knows where they reported the issue. (This can make a difference if there are multiple reports that day by the same reporter.)
- Provide the day and time if your response is not on the day of the UR.
- Request more information needed to resolve this UR.
- Sign with your name and an optional email address.
Procedure
- First response > First reminder after 3 days > Optionally a second reminder 3 days later > Mark as Not Identified
3 days later. - Respond to the reporter's answers until a conclusion is reached > Mark as resolved
3 days later to give the reporter the opportunity to make a final response. - Note when closing: Do not send a separate "thank you" message right before or when closing a UR. Posting any comment automatically triggers an email to the reporter stating "More info needed to resolve your map report", directly followed by the notification that the issue has been resolved. This causes confusion; Waze's automated closing email already includes a thank you note.
Etiquette
A UR dialogue is generally conducted by two participants: the reporter and the responder. A third party may only intervene in the dialogue to provide urgent assistance or when the time limits have been exceeded. Assistance should be provided outside the UR dialogue as much as possible: use an open channel in Slack.
- Always respond in a friendly, helpful manner.
- Do not use jargon
- Keep your responses short and to the point.
